Using continuous quality improvement methods to evaluate library service points

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Abstract

This article describes a multiple-methods approach to examining and enhancing the quality of walk-in service points at a major university' library. Selected methods included focus groups, benchmarking, surveys, transaction analysis, activity mapping, and secret shoppers. The results of the study generated many recommended enhancements, including the consolidation of service desks © 2008 American Library Association. All rights reserved.

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Stein, M., Edge, T., Kelley, J. M., Hewlett, D., & Trainer, J. F. (2008). Using continuous quality improvement methods to evaluate library service points. Reference and User Services Quarterly, 48(1), 78–85. https://doi.org/10.5860/rusq.48n1.78

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